Difference between revisions of "TEAM DAILY UPDATES"

From crazysales
Jump to: navigation, search
 
(114 intermediate revisions by 2 users not shown)
Line 1: Line 1:
−
'''March 17, 2022'''<br>
+
'''September 3, 2025'''<br>
−
New template added for [[Redirection Australia Post]].
+
'''1.''' '''Additional process for Orders Refunded via Special Store Portal:'''<br>
 +
*In addition to the standard procedures, after processing the refund in the portal, we also need to do another log by selecting the new issue type '''REFUND VIA PORTAL''' and Task Category '''PROCESS REFUND'''. Please refer to the sample below:<br>
  
−
'''January 12, 2022'''<br>
+
[[File:Refundportals.png|1000px|]]
−
For any inquiries under Winnie Cai, please contact Keyya Li. Winnie will be leaving the company.
+
  
−
'''[[2021]]'''<br>
 
−
'''[[2020]]'''<br>
 
−
'''[[2019]]'''<br>
 
  
 +
'''2.''' '''New issue type 'PRODUCT RECALL' added exclusively for Recalls:'''<br>
  
−
'''December 28, 2018'''
+
[[File:Recallvoice2.png|1000px|]]
  
−
SKU:
 
−
KL-TS14<br/>
 
−
KL-CT06<br/>
 
−
KL-SD20<br/>
 
−
and similar items<br/><br/>
 
  
−
These items have protective film/layer, so if a buyer reported that the item is damaged, please ask first to remove the protective film/layer before offering compensation.
+
'''3.''' '''New task category 'CHAT (AI)' added exclusively for live chats via Jekka AI.<br>
  
−
[[File:WXWorkCapture_15459757116364(1).png]]
+
[[File:CHatAI2.png|1000px|]]
  
−
'''November 16, 2018
 
  
−
'''SKU: XY-008H''' - if customer thinks the item is faulty due to the lock being apart, please inform customer it is normal and to refer to the manual to set it up. customer should follow step number 4.
 
  
−
[[File:Nts123.png]]
 
−
[[File:Nts234.png]]
 
−
[[File:Nts3.png]]
 
−
[[File:Nts4.png]]
 
  
−
'''November 13, 2018'''
+
'''September 2, 2025'''<br>
 +
'''Updated list of Technical-Purchasing Team:'''<br>
 +
[[File:Tech-purch 9-2-25.jpg|450px|]]
  
−
Selecting the correct reason when requesting in RMA:<br/>
 
  
−
Please refer to [[RMA Reasons]]
 
  
 +
'''August 22, 2025'''<br>
 +
All return instructions for AU and NZ should include this reminder: '''Please DO NOT write or mark directly on the product's box.'''
  
−
'''October 03, 2018'''
 
  
−
*'''crazy38''' is the new AustPost POD password. Please update yours.  
+
'''August 20, 2025'''<br>
 +
'''TheMarket''' email is no longer active as your orders are now under '''The Warehouse Marketplace'''. For future orders, please contact '''onlineenquiries@thewarehouse.co.nz'''<br>
  
  
−
'''September 27, 2018'''<br/>
+
'''June 18, 2025'''<br>
 +
For '''SKU: 608-GY11L and 608-VT11L''' if you encounter this and the customer is saying that they are missing the basket (dehydration/spinner basket) or no dehydration function, please refer to the FAQ's for resolution. Once we provided the resolution from FAQ's explaining that the basket is not included and there is no drying or dehydration function, no need to create a GC with technical team. Just in case after we explained, the customer requested a refund/compensation, it's the time to escalate technical team (mention that we already explained to customer that there is no missing part).
  
−
GLA-616AB, GLA-615AB, GLA-615AW, GLA-611B, GLA-611W
+
[[File:20250711-083331.jpg|600px|]]
  
−
Issue:       Divider is too big/long and will not fit in the basket<br/>
+
'''April 30, 2025'''<br>
−
Resolution: Try to offer $30~$50 or maybe even more
+
'''Newasian warehouse new address<br>
 +
Leah:02108469576<br>
 +
Email:leah@nalexpress.com<br>
 +
28B Bell Avenue Mount Wellington, Auckland 1060<br>
  
−
'''September 25, 2018'''<br/>
+
'''FD warehouse new address <br>
 +
Jin:64 9 275 7646 <br>
 +
Email:warehouse@freightdirect.co.nz<br>
 +
22 Toiawaka Road, Drury 2579<br>
  
−
1. Please use this format when asking purchasers or developers about an item:
 
  
−
'''Product inquiry for PID xxxx'''<br/>
+
'''February 25, 2025'''<br>
−
'''ebay id/order number: xxxxxx'''<br/>
+
'''Technical Customer Service Team Assignments'''
−
'''Question/Issue: xxxxxxxxx'''<br/>
+
{| class="wikitable"
 +
|-
 +
! style="background:Black"| <span style="color:#FFFFFF">BREEZY</span>
 +
! style="background:Black"| <span style="color:#FFFFFF">CHILLY</span>
 +
|-
 +
! scope="row"| Keyya
 +
Appliance + Furniture
 +
! scope="row"| Bella
 +
|-
 +
! scope="row"| Mia
 +
! scope="row"| Jenny
 +
|-
 +
! scope="row"| So
 +
! scope="row"| Yvonne
 +
|-
 +
! scope="row"| James
 +
! scope="row"| Linda
 +
|-
 +
! scope="row"| Polly
 +
! scope="row"| Anna
 +
|-
 +
! scope="row"| Kitty
 +
! scope="row"| Rena
 +
|-
 +
! scope="row"| Nicole
 +
! scope="row"| Susie
 +
|-
 +
! scope="row"| -
 +
! scope="row"| Neil
 +
|-
 +
! scope="row"| -
 +
! scope="row"| Olivia
 +
|}
  
−
2. Regarding rebuttals for asking proof, it should only be applied for Local (Vincent Fang) items unless purchaser or technical team insists to ask for proof. Agent should check the cheat sheet to decide if the item needs to be returned or not. As noted by TL Arthur, a memo will be served if he gets an escalation regarding the matter.
 
  
 +
'''Oct 22, 2024'''<br>
 +
Please take note for '''Temu''' orders (under Wing Nie's account '''wing_nie@crazysales.com.au'''):
 +
* <span style="color:#ff0000 ">Please do not remove the phone number and code on the address. It is a very important information required by Temu.
 +
[[File:Temu111.jpg|1000px|]]
  
−
'''September 06, 2018'''<br/>
 
  
−
Correct refund amount for Change of Mind cases (excluding eBay):<br/>
+
'''Feb 12, 2024'''<br>
 +
Using proper names of relevant departments based on the issue/case:<br>
 +
'''ISSUE/CONCERN - CONTACT DEP'T'''
 +
a. listing error (wrong price or picture or info) - '''listing department'''
 +
b. payment issues/refunds/other accounting concerns - '''accounting department'''
 +
c. promotion/discounts/coupon/voucher/stock inquiry (when to restock)- '''marketing department'''
 +
d. system / website errors - '''I.T. or Web developer team'''
 +
e. aftersales issues - missing parts/faulty/damage/troubleshooting/manual and any other product-related issues/inquiries - '''technical team'''
 +
f. packaging concerns for improvement, item/part supply for out of warranty/discontinued items, feedback on product quality - '''supplier or manufacturer'''
 +
g. resend/replacement via RMA / confirming actual stock in WH - '''warehouse staff'''
 +
h. confirming dispatch/cancellation of dispatched order/change address after label printed - '''dispatch team'''
 +
i. delivery issues/out of ETA - '''our third-party courier/the courier'''
  
−
'''1. Not Free Shipping: '''<br/>
 
−
'''Refund Amount = Total Amount - 20% - Postage'''
 
  
−
[[File:Ref12345.png]]
+
'''Feb 1, 2024'''<br>
 +
Hubbed - For eBay Returns (eBay approved and used Hubbed to return the item)<br>
 +
'''Tracking website:''' https://hubbed.com/track-parcel/<br>
 +
'''Online inquiry:''' https://hubbed.com/contact-retailers/<br>
 +
'''Email:''' support@hubbed.com.au<br>
  
−
'''2. Free Shipping: '''<br/>
 
−
'''Refund Amount = Item Price - 20% - Our Postage'''
 
  
−
[[File:Ss1.png]]
+
'''Jan 30, 2024'''<br>
 +
'''1. RMA for Replacement Part must be approved by Technical Team first as some parts may be sent from supplier in CN'''<br>
 +
:* Request for part/s in the RMA only if Max/Esther instructs you to create an RMA for the part/s or tells you to send part from AU Warehouse<br>
 +
:* Confirm with the technical team if it is not clear where the part/s will come from when they say "we will send part/s"<br>
 +
'''2. Streamable Video Downloader is not working'''<br>
 +
:* Please stop asking customers to upload video via streamable. Instead, instruct them to use WeTransfer website (see templates in WIKI)<br>
  
  
  
−
'''September 03, 2018'''<br/>
+
'''Jan 22, 2024'''<br>
 +
'''Process for Lasoo Orders:'''<br>
 +
:* [[Out of Stock LASOO]]<br>
 +
:* [[Address Issues LASOO]]<br>
 +
:* [[Inbound Call/Chat/Direct Email - LASOO]]<br>
  
−
'''SKU: HM-H02NEW ,  HM-H03 ,  HM-H06  '''
 
−
If cx claims that screws are missing, please tell them all the said missing parts have been installed to the machine already. Cx only needs to follow a new manual to assemble.
 
  
−
HM-H02NEW: https://drive.google.com/file/d/1cZuAk1LUxTBq7plSxrOgBWByYzU38CWY/view?usp=sharing <br>
 
−
HM-H03: https://drive.google.com/file/d/1ijiwvCBvF7Hjvhz5b2zLPlplpFitBj56/view?usp=sharing<br>
 
−
HM-H06: https://drive.google.com/file/d/1fPQ1OI4t_KsOpymmT4GWbcwkw9zqktog/view?usp=sharing<br>
 
−
 
 
  
−
'''August 28, 2018'''<br/>
+
'''Dec 04, 2023'''<br>
 +
'''Christmas Cut Off Dates'''<br>
 +
[[File:Cutoffdate CS 955.png]]
  
−
'''Factory error in packaging SKU: DJA-HO1BL and DJA-HO1DB:'''<br/>
 
−
It was discovered that the boxes labeled with DJA-HO1BL contain dark blue cases instead of light blue and the boxes with DJA-HO1DB labels contain light blue cases instead of dark blue.
 
  
−
If the buyer reports the issue, ask for photos and offer up to $30 for them to keep the item. If the buyer wants replacement, provide the return procedures and advise warehouse technical staff Xiaodong about the issue for him to send the correct color and avoid repeating the same error.
+
'''Nov 20, 2023'''<br>
 +
New Task Category added:<br>
 +
'''Task Category:''' '''Closed (No Action) / Merged Ticket'''<br>
 +
'''Description:''' Closed tickets without reply including but not limited to Ads, Newsletters, Promotions, Spam emails, HK eBay Tickets with messages already replied via eBay messaging, closed GrabOne Auto-Response Tickets and merged Kayako tickets without reply <br>
 +
'''Warning! '''
 +
*No need to record merged tickets if you also reply to that ticket because it is already included in the 5 mins AHT of the category 'Kayako Ticket'.<br>
 +
*Only Grabone Duplicate and Auto-Response tickets are allowed to be closed instead of being merged.
  
−
Please report every case to Bella Chen so we can ask for compensation from the factory.
 
  
 +
'''Oct 16, 2023'''<br>
 +
No more Australia Post Office Free returns for customers:<br>
 +
For all parcels needed to be returned exceeding the ParcelPoint's parcel weight and size restrictions or are over 10kg; over 1.2m in combined length (W + L + D), pickup/collection should be arranged with ECOM.
  
−
'''July 26, 2018'''<br/>
+
*If parcel is ≤ 10kg; ≤1.2m in combined length (W + L + D), return via ParcelPoint
 +
*If parcel is more than 10kg; over 1.2m in combined length (W + L + D), arrange pickup with ECOM
  
−
When cancelling an order in eBay, always choose this reason > Buyer asked to cancel the order.
 
  
−
'''July 12, 2018'''<br/>
+
'''Jul 25, 2023'''<br>
 +
'''New Courier: Sendle'''<br>
  
−
For faulty items supplied by '''Mills International Trading''', if a video is required, please send the template below:
+
* Tracking Info Template: [[Delivery via Sendle]]
 +
* Followup/Investigation (Loss Team):
  
−
We apologise for the inconvenience that this may have caused. In order for us to work out a solution for you, we need to forward a short video to our technical department for checking and confirmation. Kindly upload the video to this website streamable.com and provide us the 5-digit code so that we can see the video on our end. Just follow the steps on how to upload the video below:
+
::For all followup or investigation requests on parcels without pickup scans, Sendle's support team is the best to reach out, as they have the complete set of tools to launch investigations.
  
−
Simply grab your smartphone and follow these steps:<br/>
+
::We can reach them via:
−
- Go to https://streamable.com/ <br/>
+
:::*Email: support@sendle.com (recommended as we are in their prioritized queue as part of our Plus Plan)
−
- Click 'Upload video'<br/>
+
:::*Contact Form: http://www.sendle.com/help
−
- You can then shoot a video / or upload one previously taken<br/>
+
:::*Chat Support: Available via the button on the lower right of the screen, anywhere in their Help Centre or in our dashboard
  
−
Whilst uploading, a link will appear on the screen with 4-5 digits at the end, for example streamable.com/123ab. Ensure you allow time for the video to upload fully.
+
:::Note: For these cases they will ask for details on the collection and any proof that a parcel was collected.
  
−
Kindly reply to this email with the 5-digit code and we will check the issue as soon as possible. Thank you for your help and cooperation.
+
* NO RTS
 +
* NO REDIRECTION
 +
* IN CASE OF WRONG ADDRESS, WE CAN HAVE THE ITEM DELIVERED TO A COLLECTION POINT (CONFIRMED BY SENDLE) FOR THE CUSTOMER TO COLLECT. JUST NEED TO FORWARD THE CASE TO LOSS TEAM.  
  
 +
https://support.sendle.com/hc/en-au/articles/360033400852-Can-I-change-the-delivery-address-
  
−
'''July 9, 2018'''<br/>
 
  
−
'''For SKU: LCWH-420, if a customer complains about the smell, please reply with the following information:'''
 
  
−
"We are sorry for the issue. According to the manufacturer, these heaters do produce some smell in the initial days of use. This smell will fade away based on where the heaters are installed and the air flow. It is recommended to keep the heater running in an open space such as garage or an Alfresco where there is plenty of fresh air flow.
 
  
−
If the smell still does not fade away, please do not hesitate to let us know and we will request a replacement heater for you."
+
'''May 01, 2023'''<br>
 +
'''[[Lark Approval (Leave)]]'''<br>
  
  
 +
'''April 06, 2023'''<br>
 +
'''Technical Customer Service Team Assignments'''
 +
{| class="wikitable"
 +
|-
 +
! style="background:Black"| <span style="color:#FFFFFF">BREEZY (MAX GAO)</span>
 +
! style="background:Black"| <span style="color:#FFFFFF">CHILLY (ESTHER LIANG)</span>
 +
|-
  
−
'''July 3, 2018'''<br/>
+
! scope="row"| Keyya
 +
Appliance + Furniture
 +
! scope="row"| Bella
 +
|-
 +
! scope="row"| Mia
 +
! scope="row"| Jenny
 +
|-
 +
! scope="row"| So
 +
! scope="row"| Yvonne
 +
|-
 +
! scope="row"| James
 +
! scope="row"| Linda
 +
|-
 +
! scope="row"| Polly
 +
! scope="row"| Anna
 +
|-
 +
! scope="row"| Kitty
 +
! scope="row"| Rena
 +
|-
 +
! scope="row"| Nicole
 +
! scope="row"| Susie
 +
|-
 +
! scope="row"| -
 +
! scope="row"| Neil
 +
|}
  
−
For faulty items supplied by Gaf Contral Sales, once you receive proof of issue from buyer, ask them to send compliance plate to:
 
  
−
Vincent Fang Ausway Pacific Pty Ltd
 
  
−
2/5 Brear St, Springvale, VIC 3171, Australia
+
'''February 23, 2023'''<br>
 +
'''CATCH UPDATE ON REFUNDS FOR CLOSED ORDERS:'''<br>
 +
*When a refund is to be processed for a closed order (12 months or older), please do not ask the customer for bank details - all transactions must remain within the platform. In the instance where you have a closed order and require a refund, please email '''sellers@catch.com.au'''
  
−
Please ask buyer to indicate order ID in parcel.
 
  
−
Then wait for Vincent Fang's consent to refund. No need to get back whole item.
+
'''February 07, 2023'''<br>
 +
'''Australia Post Announcement:'''<br>
 +
Due to a bushfire in Avon Valley, Western Australia, there are delays on the rail line near Perth. Items sent from 25 January between Western Australia and other states and territories may take up to an additional 3-4 days to be delivered. As soon as we have an updated delivery timeframe, we will let you know.<br>
  
−
'''July 03, 2018'''<br/>
+
Our records indicate that consignment 6KA9008813 has been impacted.<br>
−
*'''crazy37''' is the new AustPost POD password. Please update yours.
+
  
 +
We apologise for any inconvenience caused.  -Australia Post<br>
  
−
'''June 29, 2018'''<br/>
 
  
−
As of July 1, 2018, a new law for firearms regulations was put into effect. Only PID 15839 passed level two requirements and all other safes are only level for one.
 
  
−
'''June 20, 2018'''<br/>
+
'''January 04, 2023'''<br>
 +
[[File:FHE.png|300px|]]<br>
 +
'''New AU Courier: FHE (Fast Horse Express)'''<br>
 +
*Courier Name: '''Fast Horse Express'''
 +
*Tracking Site: '''https://fh.express/pc/search
 +
*Delivery to LPO/PO BOX: '''NO
 +
*Redirection: '''Not Available
 +
*ETA: '''Refer to CS listing page
 +
*Contact: '''for Loss Team use only: service@imexpress.com'''
 +
*Template: '''[[Delivery via FAST HORSE EXPRESS]]
  
−
"Due to COM policy has been updated recently, our team would like photos to make sure the product is in its original packaging (cause we had few used items back)." - DROPSHIPZONE SUPPLIER<br>
 
−
:'''WHAT TO DO?''' For COM cases on items supplied by DROPSHIPZONE, rep should ask first for photos from the customer to prove that the product is still in its original packaging before forwarding the ticket to Ivy.
 
  
−
'''June 20, 2018'''<br/>
 
  
−
If going to sell parts(for customers with existing orders), please contact Vincent Fang for shipping quote(shipping from warehouse to customer).
+
'''December 22, 2022'''<br>
 +
'''Hunter-TIG Redirection'''<br>
 +
'''UPDATE:''' If Hunter-TIG receives any redirection request from any of our customers, Hunter will contact us to approve redirection, or if the customer contacted us directly about redirection, we will contact Hunter-TIG. We will then ask Hunter for the redirection fee, which they will bill to us directly if we approve the request for redirection. We will then need to ask our customer to pay us the redirection fee. Once we approve the redirection, the courier will proceed to deliver the parcel to the new address. If we decline the request, the parcel will be delivered to the original address on the package or be returned to sender.<br>
 +
'''PROCESS:''' For Hunter-TIG redirection, please add your redirection request via [https://docs.google.com/forms/d/e/1FAIpQLSfx4RzVWalbagZvf8A2XB5WAM8r--sEo94owRxnZkAVe_whjQ/viewform AU LOSS FORM]. Please do not forget to indicate the correct address.'''<br>
 +
'''TEMPLATE:''' For Hunter - TIG [[Redirection Hunter Express AU]]<br>
  
−
'''June 06, 2018'''<br/>
 
  
−
For faulty items supplied by Gaf Contral Sales, once you receive proof of issue from buyer, ask them to send compliance plate to:
+
'''November 30, 2022'''<br>
 +
For eBay orders, please allow Tier 2 to handle cancellation/refund for both eBay and CS backend to avoid future errors (wrong reason of cancellation, amount discrepancies, etc) or instances to cause us a defect which is very hard to appeal. Request must be made via Lark GCs. Any errors made by the agent will be escalated to TL's for corrective action.
  
−
Vincent Fang                         
 
−
Ausway Pacific Pty Ltd
 
−
 
 
−
2/5 Brear St, Springvale, VIC 3171, Australia
 
  
−
Then wait for Vincent Fang's consent to refund. No need to get back whole item.
+
'''November 23, 2022 - Delivery ETA'''<br>
 +
As approved by OM, from now on, please refer to the ETA posted on each item listing page on the Crazysales Website. <br>
 +
Please do not forget to enter the customer's postcode and suburb.<br>
 +
If the ETA does not appear, please reload the page or try a different browser.<br>
 +
Tracking info templates are also updated, please refer always on WIKI.
  
−
'''May 28, 2018'''<br/>
+
[[File:Deliveta11 2022.png|600px|center|]]
  
−
Since eBay doesn't allow sellers to add any promotional code into the eBay icons and subtitles. The only way for customers to check if there is a discount can be applied to their order is through the link below: https://www.ozbargain.com.au/deals/ebay.com.au
 
  
−
If our eBay customer has come back for a promotional code, please ask them to check this website for a valid discount code and also make sure that they check the T&Cs carefully.
+
'''September 27, 2022 - Pickup Updates'''<br>
 +
As per ECOM, our contract with Toll has already ended, as a result, we will be using '''Hunter Express''' for '''pickups'''.<br>
 +
See updated templates/process below:<br>
  
−
'''May 25, 2018'''<br/>
+
*[[Hunter Express returns for replacement]]
 +
*[[Hunter Express returns for refund]]
 +
*[[Hunter Express Pickup Request]]
 +
*[[How to request pickup with ECOM]]
  
−
'''ANS-KS'''
 
  
−
Our products have OEKO-TEX standard
 
  
−
We can show this cert to customers to confirm that the item has OEKO-TEX standard
+
'''August 19, 2022 (Updated August 25, 2022)'''<br>
 +
'''For ON HOLD orders due to address issues (System Events) from CATCH, KOGAN, MYDEAL and EBAY, please ask VOICE TEAM to call the customer and send a message via platform as Recap.'''<br>
  
−
https://drive.google.com/file/d/16wb0sUAUBl46U_L3DdNkEumTw2DNMjuQ/view?usp=sharing
+
'''SPIEL:'''
  
−
'''May 24, 2018'''<br/>
+
'''VOICEMAIL'''<br>
−
'''Edengrass Artificial Grass Synthetic Turf'''<br>
+
Hi! This is xxAGENTxx from xxSTORExx. We have received your order from xxPLATFORMxx for the item xxITEMxx which is already being processed to be dispatched, however, we found out that there is an issue with your address. If you have time, please call us back at xxNUMBERxx. We will also be sending you a message via xxPLATFORMxx. Thank you.
−
Delivery Issue with TOLL IPEC:<br>
+
  
−
For orders (last week) which show as delivered but customers claim that they did not receive the item, please check POD first. If the POD shows that the item was returned to our warehouse due to overweight issue, explain to to the customer that there was a system issue on the courier's end and ask them if they will be willing to wait so we can resend the item. If not, we can process full refund. If there is no available POD, forward the tracking number to Mira for checking.
 
  
−
[[File:Regergegerg.png]]
+
'''ANSWERED CALL'''<br>
 +
Hi! This is xxAGENTxx from xxSTORExx and I'm looking for xxCUSTOMERxx.
  
−
'''May 22, 2018'''
+
Hi xxCUSTOMERxx, we have received your order from xxPLATFORMxx for the item xxITEMxx which is already being processed to be dispatched, however, we found out that there is an issue with your address. xxxxxState-the-issue-and-confirm-it-with-CXxxxxxxx
−
SKU: BCF-07B<br/>
+
−
Issue: leaking sticky liquid<br/>
+
  
−
ask buyer to send:<br/>
+
Thank you for confirming your address. We will now update it on our system and process your order. Also, as a Recap/documentation, we will be sending you a message via xxPLATFORMxx right after this call.
−
photo that will show the issue<br/>
+
−
photo of data plate on the bottom of unit<br/>
+
  
−
forward to suzy, then refund.
+
Thank you for accommodating my call and have a great day. Bye.<br>
  
−
'''May 22, 2018'''<br/>
 
  
−
'''HM-2560'''
+
{| class="wikitable"
−
here is the case,
+
|-
 +
! style="background:Black"| <span style="color:#FFFFFF"> PLATFORM
 +
! style="background:Black"| <span style="color:#FFFFFF"> STORE
 +
|-
 +
! scope="row"| CATCH
 +
! scope="row"| AUSWAY 1
 +
|-
 +
! scope="row"| CATCH
 +
! scope="row"| AUSWAY 2
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| OZ-AUCTION
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| BEST SAVER OUTLET
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| SUPER MATCH ONLINE
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| BEST MART ONLINE
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| HOME FURNITURE OUTLET
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| SUPERB MALL ONLINE
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| KCFOXKING1
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| OZ-TOP ONLINE
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| GOIN-AU MALL
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| HOME DEPOT OUTLET
 +
|-
 +
! scope="row"| KOGAN
 +
! scope="row"| AUSWAY
 +
|-
 +
! scope="row"| MYDEAL
 +
! scope="row"| AUSWAY
 +
|}
  
−
"when you ride it there is a bad noise from inside like the fly wheel is rubbing on something"
 
  
−
as per Yvonne,
+
'''NOTE:'''<br>
 +
*Do not forget to send Recap email via Platform.
 +
*For unanswered call, after leaving a voicemail, notify SE Team to send message via Platform.
  
−
1.  Please take out the screws  from the plastic cover,  then open the plastic cover ; 
 
−
2.  Chech the flywheel and  magnetic , if they are rubbing,  please adjust the pull cable, let  magnetic leave the flywheel,  then will be OK '
 
  
−
Please refer to the photo below
+
'''July 08, 2022'''<br>
  
−
https://prnt.sc/jkydro
+
'''Please use the following new forms and sheets'''<br>
  
−
https://prnt.sc/jlhzt7
+
'''AGENT/ APPROVAL FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSeiCjUfAEXNLv406E8EUvg70tjXI7zXjw-daHgLKU_HUWIrEg/viewform <br>
 +
'''RMA FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSc9GHIxasshxXztRXHm_2-vkbWU905rFdDeVwo5BaOVMGs4Zw/viewform <br>
 +
'''AU LOSS FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSfx4RzVWalbagZvf8A2XB5WAM8r--sEo94owRxnZkAVe_whjQ/viewform <br>
 +
'''RTW DELAY FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSft2t4BlYwqHfZqmGX7BvzK27nx9kY-Ei3_OixzjBNhX6Y1zA/viewform <br>
 +
'''AU PICK UP FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSfvxTXpSMP9Q93zdVcxaAHtwLuON1saX_BkHiubg8gfMOefyw/viewform<br>
 +
'''VFANG FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform<br>
 +
'''RECAP EMAIL FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSfvjqQ6YDD5_4XXxjP9Ig6VQtRD46n3V9GUKGNLXIEx3dda_w/viewform<br>
 +
'''RETURN TO WAREHOUSE  NEW SHEET''' https://docs.google.com/spreadsheets/d/1zovpEjJi8lfGBhgftWWTO9TpFOgyofLOC9nRv7GTqro/edit?usp=sharing <br>
 +
'''PURCHASER COORDINATION SHEET NEW''' https://docs.google.com/spreadsheets/d/1x0KpZInOH-avQuhELGWfygE3iFsZhbonbmacLYfMN9w/edit#gid=795190304 <br>
 +
'''FVF/EDIT GRID SHEET''' https://docs.google.com/spreadsheets/d/1OHx32rxKSERILEEHWD9qO5DZE2DsuuEYqAItSbErkcc/edit#gid=1175933543<br>
 +
'''RMA SHEET NEW''' https://docs.google.com/spreadsheets/d/18HnLq6qyB7OcKZZwd8lrZpJaO_UQjOepcjFqvjoScoQ/edit?resourcekey=null#gid=1604089045 <br>
  
−
https://prnt.sc/jli02s
 
  
−
'''May 21, 2018'''<br/>
+
'''June 28, 2022'''<br>
−
'''Unsubscribe Issues:'''
+
SUZY AND KARLI have resigned. If you encounter an aftersale or presale issue and it's under Suzyhuang, you may contact Max Gao for OUTDOOR items and Esther for TOYS.
−
To unsubscribe customer's email from our newsletters/promotions, add the email address to https://admin.crazysales.com.au/admin.php?dpt=custord&sub=subscribers and send the email address to '''Chara Xu'''. If the customer does not want to receive our newsletters/marketing emails at all and requests to be removed from our mailing list, send the email address to '''Isabelle Li''' so she can add it to our '''blacklist''' or '''block list'''.
+
  
−
'''May 04, 2018'''<br/>
+
'''June 23, 2022'''<br>
 +
'''Updated Templates for International Registered Post (AU)'''
 +
* Kindly refer to [[Delivery via International Registered Post]]
  
−
*Mandatory Note Format (Backend Log):<br/>
 
−
:'''Complaint/Inquiry Source:''' (Ebay Messaging, Outbound or Inbound Call, Chat with Chat ID, Email with EmailID, Facebook, Resolution Center, etc....)<br/>
 
−
:'''Issue:''' Delivery Inquiry<br/>
 
−
:'''Resolution/Recommendation:''' provided delivery details<br/>
 
  
 +
'''June 22, 2022'''<br>
  
−
'''May 02, 2018'''<br/>
+
Kindly refer to the [[Process update]].<br>
−
Change of Mind (Local Items): '''UPDATED'''
+
−
*Follow standard procedures for '''JHS8 aircons''' (return to Crazysales Warehouse).
+
−
*For items supplied by '''Princess Trade''', will need to ask supplier for return procedures. Pass to Julia.
+
−
*Take note that goods are eligible for the 30 Day Change of Mind policy provided that they are in as new, resalable condition and original packaging.
+
  
 +
All cases forwarded to purchasers must be logged on the [https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit?usp=sharingAU https://docs.google.com/spreadsheets/d/1w_ZtLGkN46glpr5lx5k3-V2weA4qKGVxDYck9iMU5dE/edit#gid=288840488NZ
 +
https://docs.google.com/spreadsheets/d/1EkB_fic8mUUQx3M3hiYLcIHzqXIXbdnpEzhDom2Wz7g/edit#gid=934145684CKM PURCHASER COORDINATION FOR DEFECTIVE UNITS] sheets.<br>
  
 +
The process of contacting purchasers was announced on March 22, 2021.<br>
  
−
'''April 9, 2018'''<br/>
+
'''June 21, 2022'''<br>
−
Listing error for '''SKU: mia-02'''
+
−
*Previously, the item was listed with '''12V''' but the actual item is in '''24V'''. The listing was fixed after the issue has been reported to purchasing team. For all those who ordered the item during the time when the item was listed with 12V, buyers can return the item for refund due to listing error (return postage at our cost). You can confirm if the order is affected by the error by checking the item title on the order in the backend. See image below:
+
  
−
[[File:Mia-02.png]]
+
Kindly refer to the [[CREATING INVOICES FOR CN DROPSHIP ITEMS]]<br> for the procedure on how to create an invoice for orders under Sarya, Skye, Steve, Kenny L. and Lydia
  
−
'''April 4, 2018'''<br/>
 
−
To verify PayPal payment, please use login details below:<br/>
 
−
*https://www.paypal.com/au/webapps/mpp/merchant<br/>
 
−
*Login: crazysales<br/>
 
−
*Password: '''2AaarmUQ<br/>
 
  
−
'''April 4, 2018'''<br/>
+
'''June 20, 2022'''<br>
−
Credit card data has grown in significance because of the proliferation of online and mobile purchases that can now be made. Consumers don’t like it when their data gets stolen, it’s a matter of trust. And merchants need to deliver that trust to you, their customers. This point has recently been emphasized with the recent security breaches at Sony and Sega.<br/>
+
'''Technical Customer Service Team Assignments'''
 +
{| class="wikitable"
 +
|-
 +
! style="background:Black"| <span style="color:#FFFFFF">BREEZY (MAX GAO)</span>
 +
! style="background:Black"| <span style="color:#FFFFFF">CHILLY (ESTHER LIANG)</span>
 +
|-
 +
! scope="row"| Keyya
 +
Appliance + Furniture
 +
! scope="row"| Bella
 +
|-
 +
! scope="row"| Mia
 +
! scope="row"| Jenny
 +
|-
 +
! scope="row"| So
 +
! scope="row"| Yvonne
 +
|-
 +
! scope="row"| James
 +
! scope="row"| Linda
 +
|-
 +
! scope="row"| Polly
 +
! scope="row"| Anna
 +
|-
 +
! scope="row"| Kitty
 +
! scope="row"| Rena
 +
|-
 +
! scope="row"| Nicole
 +
! scope="row"| Susie
 +
|-
 +
! scope="row"| -
 +
! scope="row"| Neil
 +
|}
  
−
Swedish internet visionary and CEO of Mindpark, Joakim Jardenberg, says we live in a world where trust, penetration and volume are everything.<br/>
 
  
−
And this is where Adyen comes in. Adyen is a mobile payment solutions company, managing the new international payment complexity and PCI Compliance for merchants that accompanies how we purchase and pay today. With Adyen, merchants can focus on expanding their global reach by giving customers more options for online and mobile payments and keeping their credit card data safe.<br/>
+
'''May 05, 2022'''<br>
 +
'''Tax Invoice''' for '''CN Dropship Items'''<br>
 +
*If the customer is requesting for a '''Tax Invoice''' for any order containing '''CN dropship item''' (item/s from China, Supplier: GZDS, SKUs under Steve, Sarya & Skyhe), we cannot just export Backend Invoice directly and provide it to the customer because there is no '''GST''' included in the invoice as shown on the screenshot below (left). Also, if the order contains other items, the tax invoice will only show the other products but not the CN dropship item as shown on the screenshot below (right).  Please refer to the process [[CREATING INVOICES FOR CN DROPSHIP ITEMS]] to generate the tax invoice and provide it to the customer. Please note that it is illegal to provide a tax invoice without GST.
  
−
Founded in Amsterdam and operating across six continents from both Amsterdam and Boston, the financially sound start-up is proving that first generation banks like Chase and Royal Bank of Scotland (RBS) cannot deliver aglobal payments platform that performs to meet the diverse payment needs of today’s global e-commerce market.<br/>
+
[[File:GST.png|500px|]] [[File:GSAT.png|500px|]]
  
−
Adyen, despite being led by a tenured team of banking and finance gurus from Royal Bank of Scotland (RBS), Bibit, and Rabobank, doesn't like to call itself a payments company, but rather a tech company that specializes in global payments. Driving their developers to stay one step ahead on the technology front, Adyen constantly focuses on innovation, which they believe their larger counterparts can not do.<br/>
 
  
−
With Adyen, the look and feel of the payment page is from the merchant’s perspective. You don’t click to pay and then see a third-party page appear. One click payment – giving peace of mind to both the merchant for PCI Compliance and the consumer who trusts the merchant and the brand. But more than that, Adyen has the potential to follow the merchant across their sales channels, devices and geographies with an optimized solution for all channels, not just mobile or online.<br/>
+
'''April 28, 2022'''<br>
  
−
What is PCI Compliance?<br/>
+
<span style="color:#36c">'''Staff Updates'''</span>
−
The Payment Card Industry Data Security Standard (PCI DSS) applies to companies of any size that accept credit card payments. If your company intends to accept card payment, and store, process and transmit cardholder data, you need to host your data securely with a PCI compliant hosting provider.<br/>
+
  
−
'''April 3, 2018'''<br/>
+
Michael Zhang has resigned- contact Jonas Meng instead
−
*Austpost POD<br/>
+
−
*username: u4555<br/>
+
−
*new password: crazy12345<br/>
+
  
−
'''March 8, 2018'''<br/>
+
Matthew Wan account cant be logged- Contact William Wu and Kevin Pang instead
−
*Toll Ipec's new digital platform: https://www.mytoll.com/ <br/>
+
−
*Login email: help@openfreight.com.au <br/>
+
−
*Password  : Tig2111!
+
  
−
*'''crazy36''' is the new AustPost POD password. Please update yours.
+
Win Su - For all Win Su cases, please contact Keyya Li
  
−
'''Feruary 05, 2018'''<br/>
+
Melvin Soo - Please contact Kenny Zheng along with William Wu and Kevin Pang and Kang for warehouse inquiry/ies
−
*'''PICK UP REQUEST (ORDER ID: XXXXXXXX)''' should be used as the email subject for requesting pickup with TIG. Please change XXXXXXXX with the correct Order ID.<br/>
+
−
*'''crazy35''' is the new AustPost POD password. Please update yours.
+
  
 +
Chris Chen - Please contact Max Gao for Chris Chen's item/s
  
−
'''January 25, 2018'''
 
−
*For eBay items, from now on we won't accept drop-off returns to our warehouse.
 
  
 +
'''April 22, 2022'''<br>
  
−
'''January 24, 2018'''
+
New Crazysales contact number 03 91115708
  
−
*For HA-01R / HA-01S / HA-01B, we just need proof and no need to return this item back to us. There is a known issue that this product does not rotate.
 
  
−
'''January 09, 2018'''
+
'''March 31, 2022'''<br>
 +
'''Please use the following new forms:'''<br>
 +
*'''RTW delay''' - https://docs.google.com/forms/d/e/1FAIpQLSdGaYxhg8AQ9o3lyF0lfVam03_goG1vgcu-rZ3uVr-xKGBHLg/viewform<br>
 +
*'''Loss form''' - https://docs.google.com/forms/d/e/1FAIpQLSf3H36IW0nesyiP6qsqvNtEQBjr_G4oAk-MGt9FAzA2CBJzpQ/viewform<br>
 +
*'''Support/Approval''' - https://docs.google.com/forms/d/e/1FAIpQLSdwC1A9GZXWydUZ1ScTHgHlLNHXq4gZ8YVIG2wydP390XivVQ/viewform<br>
 +
*'''RMA''' - https://docs.google.com/forms/d/e/1FAIpQLSePbWfwY-1HvZ67qDgzxf86fmU2sdOK6rHZT937toZw9yOugA/viewform<br>
  
−
*For TIG pickups, if TIG cannot contact buyer at the contact number provided on file, please ask the buyer to contact TIG on 1300 005 545 to book a pickup schedule.
 
  
−
'''December 21, 2017'''
+
'''March 29, 2022'''<br>
 +
'''Please do not forget to cancel your request if a replacement is no longer required.'''<br>
 +
- If customer changed their mind on the previously agreed replacement part or item and we have to issue a refund, please make sure that you immediately '''update purchaser''' so they can stop the supplier from sending the replacement, or '''cancel your RMA request immediately''' (contact Jeric, Ferd or Richard) if the replacement is supposed to come from our warehouse.
  
−
Local items with location Z16, Z38, Z39, Z86, ZZ1, & ZZ13, shipping labels are provided by us. So for LOST cases, we follow standard procedures.
+
'''March 25, 2022'''<br>
 +
'''Safety Hazard''' - If you encounter any product issue related to '''safety hazard''' which may include but not limited to cuts/injuries due to sharp edged or falling objects, burning smell, fire or smoke, overheating, electrical shock or short circuit / tripping circuit, explosion, choking hazard, radiation, toxic substance, etc., please inform your SME/TL right away. '''DO NOT''' ask the customer to recreate the issue and provide proof as it might put their safety and the company at risk. Wait for SME/TL's advice before doing anything else.
  
−
[[File:Z86.png]]
 
  
 +
'''March 17, 2022'''<br>
 +
New template added for [[Redirection Australia Post]].
  
−
'''December 13, 2017'''
+
'''January 12, 2022'''<br>
 +
For any inquiries under Winnie Cai, please contact Keyya Li. Winnie will be leaving the company.
  
−
All pickups from TIG will stop on 21/12/2017 and will resume on 8/1/2018. Hence, last day of pickups is on 20/12/2017.
 
  
 +
----------------------
  
−
'''November 29, 2017'''
 
  
−
'''Christmas Deadline for Delivery'''
 
−
[[File:Xmas Deadline.png]]
 
  
−
'''November 28, 2017'''
+
'''December 31, 2021'''<br>
  
−
SAFE DROP (photo of the proof of delivery)
+
eBay Cases & Feedback Team started using SUPERBROWSER  - a new app - browser interface to access, AU & UK eBay stores.
 +
For KC Foxking, Anydesk IP  54.206.131.157 will remain in use.
  
−
As we checked, we were able to confirm that the driver has made the delivery and captured an image of the exact location where the parcel was left. If you would like a copy of this image to assist you on locating the parcel, please contact Australia Post directly so they can provide it to you right away. Kindly contact them on their hotline at 131318 and provide your tracking number xxxxx.  Unfortunately, we are unable to get the photo where the driver left the parcel as Australia Post requires the recipient to contact them, as part of their privacy policy to you and them. Thank you for understanding.
 
  
 +
[[File:Superbrowser logo.png]] 
  
−
'''November 21, 2017'''
 
  
−
New process and templates for TIG returns:
 
−
*Process: [[TIG Return (Arranging pick up)]]
 
−
*Templates: [[TIG returns for replacement]] and [[TIG returns for refund]]
 
  
 +
'''December 30, 2021'''<br>
 +
For any newsletter issue, please contact '''Nicole Deng'''. Alice Lau has already left the company.
  
−
'''November 19, 2017'''
 
  
−
For all eBay notifications about the approved '''Free Returns''' under '''Change of Mind''', please note in the Backend that buyer is returning item for refund under our 30 Day Change of Mind Policy. In this case, when AU warehouse staff receives the item, he will process refund based on our policy and not send a '''''More to Pay''''' template to the buyer.
+
'''November 30, 2021'''<br>
 +
[[Uploading proofs of damaged and faulty units for SKU: BY1159]]<br>
 +
Please follow the steps provided on the above article to upload proofs for all damaged and faulty cases of SKU: BY1159.
  
−
[[File:Free.png]]
 
  
−
[[File:Free1.png]]
+
'''November 25, 2021'''<br>
 +
<span style="color:#36c">'''Promoting the Crazysales APP to the Crazysales customers:'''</span><br>
 +
Please use this template as ending of every conversation with Crazysales customers only:<br>
  
 +
Crazysales loves providing you with more convenience for your shopping. Now you can shop at CrazySales anytime and anywhere as long as you have a mobile in hand. Download the Crazysales App now!<br>
  
−
'''November 16, 2017'''
+
Android:  https://play.google.com/store/apps/details?id=com.crazysales.flutter.crazysalesapp<br>
 +
IOS:    https://apps.apple.com/au/app/crazysales-online-shopping-app/id1584291122#?platform=iphone<br>
  
−
Please check updated templates for TIG returns
 
  
−
*[[TIG returns for replacement]]<br/>
+
'''November 15, 2021'''<br>  
−
*[[TIG returns for refund]]
+
<span style="color:#36c">'''Updated tracking info templates for the coming Xmas season:'''</span>
  
−
'''November 07, 2017'''
+
Your order was dispatched on xxxDATExxx via xxxCOURIERxxx with tracking number xxxxxxx. <br>
  
−
NEW PASSWORD FOR AUSTPOST POD:
+
Please be advised that our 3rd party couriers are still operating on limited capacity and will be able to pick up the items within 1-3 working days. <br>
−
CRAZY123
+
  
 +
Normally, the estimated time of arrival is xxxNORMALxETAxxx business days to your location. However, due to COVID-19 restrictions/disruptions, courier shipment backlogs, ongoing online sales events and high volume of pre-Christmas purchasing, the delivery may take longer than expected.<br>
  
−
'''November 02, 2017'''
+
For tracking information, please visit: xxxLINKxxx or contact xxxNUMBERxxx.<br>
  
−
UNSUBSCRIBE IN EBAY OZ-AUCTION
+
If your item is not delivered by xxxDATExxx, please feel free to get back to us immediately. We will follow it up for you.
  
−
If eBay customer asked to unsubscribe on our newsletter in oz-auction (example SNG-373-84242) Please log ebay username or email address to https://docs.google.com/spreadsheets/d/11EL6N6Xp_jO15lVRYpYeWgODos1c3DxBXzens2CZ_8Y/edit#gid=880038709 and advise customer that it will take 24-48 hours for the modifications on their account to take effect
+
Should you have further inquiries, please feel free to email us back.<br>
  
  
−
'''October 31, 2017'''
+
'''November 09, 2021'''<br>
  
−
FREE RETURNS POLICY OF EBAY
+
<span style="color:#36c">'''Staff Updates'''</span>
  
−
A. From now on till 31/12/2017, for items purchase between 1/9/2017 and 31/12/2017(end date could be earlier as the offer ends by the end of Dec) if the customers have come back for a return (the reasons for return can be the item doesn’t fit; changed of mind; found a better price; just didn’t like it; ordered by mistake.
+
Win Su - For all Win Su cases, please contact Keyya Li
  
−
Please follow the steps below:
+
Melvin Soo - Please contact Kenny Zheng along with Matthew and Kang for warehouse inquiry/ies
  
−
1)check the item weight and dimensions and see if it meets the eBay free return requirements(any item with maximum weight of 10 kg and total dimensions (length + width + height of the parcel) of 120cm)
+
Chris Chen - Please contact Max Gao for Chris Chen's item/s
  
−
2)If it doesn’t meet the free return requirements as stated above, just follow our current procedures;
 
−
If it’s meeting the requirements, ask buyer to go to My eBay Purchase History from their desktop and click the ‘return this item’ option next to purchased item. Select a reason why they are returning the Eligible Item and follow the instructions. They will then receive an email in your My eBay Messages and registered email account prompting you to print your return label along with instructions on how to return your Eligible Item.
 
  
−
'''Terms & Conditions:''' https://pages2.ebay.com.au/free-returns
+
'''October 29, 2021'''<br>
 +
<span style="color:#36c">'''Updated Backend Note Format:'''</span> Please use this format for every customer interaction.<br>
 +
'''Complaint/Inquiry Source:''' (Facebook/Kayako/CKM/Chat/Inbound/Outbound/eBay)<br>
 +
'''Reference:''' (Ticket ID/Chat ID/eBay Case#/eBay Message link)<br>
 +
'''Issue:''' (specify the issue and provide details)<br>
 +
'''Resolution/Recommendation:''' (specify resolution and the approver)<br>
  
  
−
'''Sep 26, 2017'''
 
−
:'''ALE-033S-02 and ALE-030C-02'''
 
−
:If cx complains that the item doesn't seem to be blowing hot air, only cold, ask cx to change temperature setting. There is a 3-level switch; the first one is just fan and no heat; the second is 1650w and hot, the third one is 3000w and hottest.
 
  
−
'''Sep 24, 2017'''
+
'''October 04, 2021'''<br>
 +
<span style="color:#36c">'''Label Printed is now Exported for Label Printing'''</span><br>
 +
On the main backend, the '''''internal status'''''  ''''Label Printed'''' has been changed to  ''''Exported for Label Printing''''. This internal status means that our system has generated the label via the API and the warehouse staff will download and print it out in the morning. Orders with this kind of internal status should not be cancelled unless it was authorized by the warehouse staff (for all items coming from Crazysales warehouse in Australia), or by VFang team (for all local / Vincent Fang items) or by Sarya/Steve/Skye (for dropship items coming from China). Please note that contacting '''Warehouse Team''' for requests such as change address, cancel an order, change an item, dispatch confirmation, and any related concerns for orders with this internal status should only be done ''' before 9:00 AM Philippine Time'''. If the order is placed during weekends, contacting the warehouse for the said concerns should only be done until Monday morning before 9:00 AM. For orders placed on weekdays and labels printed on the same day, contacting the warehouse for the said concerns should only be done until 9:00 AM on the same day.
  
−
:NEW PASSWORD FOR AUSTPOST POD:
 
−
:crazy3
 
  
−
'''Sep 14, 2017'''
+
'''October 03, 2021'''<br>
 +
'''[[Kayako Ticket/Issue Types]]'''<br>
 +
New ticket types have been uploaded in Kayako. Please follow the new rules on the types. The QAs will not mark you down if you make a mistake in the next 2 weeks, but if they already coached you on the mistake then they will mark you down if you repeat the error. Please ask your TLs if you are unsure what types to use or you can check our WIKI for reference. You will still see the old status but please do not use this anymore. We will delete them after 2 weeks.
  
−
:'''New process for TIG returns'''
 
−
:*Please go to [[TIG Return (Arranging pick up)]]
 
−
:'''New templates for TIG returns:'''
 
−
:*[[TIG returns for replacement]]<br/>
 
−
:*[[TIG returns for refund]]
 
  
−
'''Sep 12, 2017'''
+
'''September 22, 2021'''<br>
 +
<span style="color:#36c">'''Courier Surcharge on Postage Fees'''</span><br>
 +
On some of our products, customers may wonder why the postage for 2 units is greater than twice (2x) the postage of a single unit. To illustrate this for example, a single unit of an item has the shipping fee of $48.03, and for 2 units the customers may expect it to be 2 x $48.03 = $96.06. However, due to shipping surcharges of the couriers, the postage for 2 units becomes $141.55. In such a case, please explain to the customers that the postage fee calculation is affected by the surcharges of the couriers. The surcharge also varies depending on the total weight of the products and some other factors. Please also note that our system will choose the cheapest courier for the package(s) based on the provided postcode and suburb. The cost of postage and the courier may change after inputting the shipping address at check-out.
  
−
:'''Fastway contact numbers for each depot:'''
+
[[File:1X1.png|250px|]][[File:1X2.png|220px|]]
−
:*Perth - 08 9360 9400
+
−
:*Adelaide - 08 8345 2300
+
−
:*Brisbane - 07 3868 1144
+
−
:*Toowoomba - 07 4634 1655
+
−
:*Canberra - 02 6260 1719
+
−
:*Wide Bay - 07 4151 6777
+
−
:*Mackay - 07 4952 4924
+
−
:*Newcastle -  02 4967 3944
+
−
:*Townsville - 07 4728 7399
+
−
:*Central Coast - 02 4388 2500
+
−
:*Melbourne - 03 9320 8100
+
−
:*Bendigo - 03 5443 0755
+
−
:*Sydney - 1300 3278 929
+
  
  
−
'''July 27, 2017'''
+
'''September 16, 2021'''<br>
  
−
:'''eBay Checkout Codes'''
+
As per Melvin, please DO NOT manually change the status of the Orders into '''SENT'''. We occasionally run across orders having a tracking number but the status is still Processing (Label Printed) and some of us updates the status to '''SENT'''. To avoid any confusion on their behalf specially during this time of delays, please don't make any changes and instead wait for the warehouse to update.<br>
  
−
:*For all those who are handling eBay Oz-Auction queue, please check the code's information at https://docs.google.com/spreadsheets/d/11EL6N6Xp_jO15lVRYpYeWgODos1c3DxBXzens2CZ_8Y/edit#gid=162598629
 
−
:*The sheet provides the code, promo period and Terms and Conditions (T&C's)
 
−
:*Wendy will update this form from time to time, so if you have queries about the codes, please check the sheet first before asking Wendy if needed.
 
  
−
:'''$20 off w/ code of THANKYOU20'''
+
'''September 15, 2021'''<br>
  
−
:*Get $20 off using the code of THANKYOU20 at checkout page when you spend $100 or more on all categories.  Limit of 1 transaction per person.  This offer ends at 23.59 (AEST) on 10 Aug. 2017 (“Offer Period”).  For FULL TERMS and CONDITIONS, please see http://pages2.ebay.com.au/Buyer_coupons/thankyou
+
We have delays confirming all returned items to WH (AU) due to their current manpower issues. Please secure all RETURN TRACKING NUMBERS and always check on the tracking website if the item is confirmed delivered back to us. All RESOLUTIONS must be approved  by  SME's/TL's  if there is no confirmation yet of receipt from WH but shows delivered on the tracking website. <br>
  
 +
Please submit all affected orders that is due for resolution using the link below for monitoring. Also, we can also request POD's directly to LOSS TEAM if needed.<br>
  
 +
https://docs.google.com/forms/d/e/1FAIpQLSc2-HellvuI8O53JLfWuN6YKTb5Y_1SM2Q7z6hc8qjBGH88QQ/viewform <br>
  
−
'''July 23, 2017'''
 
−
: 10% Off with code PLENTY has already expired at 23.59 (AEST) on 23 July 2017
 
−
: T&C's: http://pages2.ebay.com.au/Buyer_coupons/plenty
 
  
−
'''July 20, 2017'''
+
'''September 03, 2021'''<br>
  
−
:SKU: HM-H03
+
LED LIGHTS NOT WORKING
  
−
:For customers requesting parts for [HM-H03] Genki Hydraulic Exercise Rowing Machine, please provide first the updated manual in this link >> https://drive.google.com/file/d/0B2zSZOvyfymJdTF4WVNUSENIVUJGTElIY1BFaTB4OThqd0Fn/view?usp=sharing
+
[[File:Led lights.png]]
  
−
'''June 29, 2017'''
 
  
−
:Get 10% off using the code of COZZIE at checkout page  when you spend $30 or more on selected categories.  Full T&Cs available. This offer ends at 23.59 (AEST) on 12 Jul. 2017 (“Offer Period”).  For TERMS and CONDITIONS, please see http://pages2.ebay.com.au/Buyer_coupons/domestic?rmvSB=true
+
If the customer has advised that the item's remote is not working, you just need to aim the remote on the inductor as it is its sensor.  
  
−
'''June 27, 2017'''
 
  
−
:NEW PASSWORD FOR AUSTPOST POD:
+
'''August 16, 2021'''<br>
−
:crazy2
+
Due to the current lockdowns in Australia, five ('''5''') business days have been added to the normal delivery ETA's. Also, the Direct freight express website is now fixed, you can track the consignment at https://www.directfreight.com.au/
  
−
'''June 23, 2017'''
 
  
−
:If you will receive complaint for items below:
+
'''August 11, 2021'''<br>
 +
Kindly refer to the [[GUIDES ON CONTACTING PURCHASERS]].<br>
 +
All cases forwarded to purchasers must be logged on the [https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit?usp=sharing PURCHASER COORDINATION FOR DEFECTIVE UNITS] sheets.<br>
 +
The process of contacting purchasers was announced on March 22, 2021.<br>
  
−
:TB80-SB<br/>
 
−
:TB80-DM<br/>
 
−
:TB80-DWN<br/>
 
−
:TB80-SW<br/>
 
−
:TB80-DW<br/>
 
  
−
:There's no need to ask for proof, just provide return for refund instructions.  
+
'''July 20, 2021'''<br>
 +
Contacting '''Warehouse Team''' for requests such as change address, cancel an order, change an item, dispatch confirmation, and any related concerns for '''Label printed''' orders should only be done ''' before 9:00 AM Philippine Time'''. If the order is placed during weekends, contacting the warehouse for the said concerns should only be done until Monday morning before 9:00 AM. For orders placed on weekdays and labels printed on the same day, contacting the warehouse for the said concerns should only be done until 9:00 AM on the same day.  
  
−
:PS: Please do not offer replacement.
+
'''July 08, 2021'''<br>
  
−
'''June 20, 2017'''
+
If you come across an item under SKUs:
  
−
[[File:Aggefgrfe.png]]
+
'''LD-3030-GN, LD-3030-PK, LD-3030-NB, LD-9014-GN, LD-9014-PK, LD-9014-GY, LD-1009-BK, LD-1009-GY, LD-1009-CM''' and the customer says the item arrived with scratches, like the photo on the links:
−
:For '''HQB''' and '''GZDS''' items marked with courier '''International Registered Post''' but the tracking number only consists of '''12-digit number''' like '''555105132105''', the correct courier is '''DPEX'''. The tracking website is https://www.dpex.com/Tools-And-Applications/Track-And-Trace
+
−
:For template, please click '''[http://106.75.199.24/mediawiki/index.php?title=Delivery_via_DPEX here]'''.
+
  
 +
https://drive.google.com/file/d/1DN7WRbCdZulqlpPUO_GqeWBeRyepEd_E/view?usp=sharing
  
−
'''June 16, 2017'''
+
https://drive.google.com/file/d/1ijpkStF1YTLj5kYEm1GPb9OJs92BD6qF/view?usp=sharing
  
−
:Get $20 off when you spend $100 or more. Two transactions per person, up to a maximum of 10 items per transaction. Full T&Cs available. This offer commences at 10.00 (AEST) on 16 June 2017 and ends at 23.59 (AEST) on 22 June 2017 (“Offer Period”).  For TERMS and CONDITIONS, please see http://pages2.ebay.com.au/Buyer_coupons/count20
+
We do not need to make a refund or a return, you may just provide the video link https://drive.google.com/file/d/1J_3_qVtmazQDpMsNGRXk0Ut9YFCF8e_K/view?usp=sharing on how to fix the issue and the customer can use this brush: https://drive.google.com/file/d/1GR85_vZLLpCnzr1T_rSJCEMHL-Dx1HY4/view?usp=sharing
  
  
−
'''June 16, 2017'''
+
'''June 25, 2021'''<br>
  
−
:'''Australia Post Update'''
+
'''SKU: VF-DT04-WH'''<br> 
  
−
:"DELIVERED VIA safe drop"
+
If you come across an item under SKU: VF-DT04-WH and the customer says no led lights, it is best to offer led lights as per the purchaser advice, as the supplier has forgotten to include them in the package. This isn't a case of the wrong item being sent. We have three cases that all have the same scenario. The purchaser advises to offer LED lights and it takes 30-40days to deliver to the customer location or compensation when the customer does not consent due to the duration of the ETA.
  
−
:If there's no one home and courier concluded that there's a safe place in the premises for them to leave parcel, they will leave it there and take a photo as proof that it was delivered safely. If there's no safe place, they will leave a card as they would normally do - and take the parcel to a nearby post office for collection.  
+
[[File:VF-DT04-WH-1.png]]
  
−
:'''Suggested template''': http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=Australia_Post_(Safe_Drop)
+
[[File:VF-DT04-WH-2.png]]
  
−
'''June 14, 2017'''
+
[[File:VF-DT04-WH-3.png]]
−
:Please be informed that we have put all processing orders of these SKU's to '''"On hold"''', please '''DO NOT change the status''' of these "On hold" orders. 
+
−
:'''Affected SKU:'''
+
−
:*TB80-SB
+
−
:*TB80-DM
+
−
:*TB80-DWN
+
−
:*TB80-SW
+
−
:*TB80-DW
+
  
  
−
'''June 13, 2017'''
+
'''May 05, 2021'''<br>
−
:'''Extra 10% off eBay''': Redemption code: '''CLAP10'''. This offer commences at 10.00 (AEST) on 12 June 2017 and ends at 23.59 (AEST) on 15 June 2017 (“Offer Period”). 
+
−
: TERMS AND CONDITIONS: http://pages2.ebay.com.au/Buyer_coupons/clap10
+
  
−
'''June 13, 2017'''
+
'''SKU TK-HPP4030, TK-HPP5050, TK-HPP6045A, TK-HPP6540D-BROWN, TK-HPP6540D-BLUE, TK-HPP7545A, TK-HPPD50D, TK-HPP9060A'''<br>
−
:'''For SKU XJ-I-01 /  PID: 1247
+
−
[[File:Wewewe.png]]<br/>
+
−
:If customer reports missing parts #31, #7, #9, and #17, please inform cx that these parts are not missing. According to Stephen and Jenny, it has been assembled like the photo above, just refer to the listing photo, our item has come like this for couple  of years and supplier did not update their manual. They simplified the design so those parts no longer exist.<br/>
+
−
:'''SAMPLE TEMPLATE:''' After we have escalated the issue to our supplier, they have informed us that these parts are actually not missing. According to them, they have simplified the design of the product but failed to update the assembly manual. These parts no longer exist in the new design so there are no missing parts in your item. Please refer to the photos on our listing page or to the one attached on this email. The photo shows that these parts were already assembled as you received. Please disregard the manual when it comes to assembling these parts. Thank you!
+
  
  
−
'''June 1, 2017'''
+
Please take note of the SKUs listed by the supplier, as these products are causing a lot of concern.
−
:Code C5OZ has expired. Orders with this code can be placed before 3:30pm today 1 of June 20% off the purchase price (excluding postage). Check with CODE of 'CRACKA20' at OZ- AUCTION ebay store. This offer commences at 16:00 (AEST) on 1 of June 2017 and ends at 23:59 (AEST) on 11 of June 2017 ("Offer Period"). For Terms and Conditions, please see (pages2.ebay.com.au/Buyer_coupons/cracka20)
+
  
 +
The customer must sit on the mat to feel the real temperature. And as per Jenny she tried the product today and discovered that no matter what the temperature level you set, the temperature is the same when you touch it, but it is hot when you sit on it.
  
−
'''May 24, 2017'''
+
[[File:Heat pads.png]]
−
:'''For SKU SPSTL15001 / PID 57099'''
+
−
:: If the new tiller is not starting, as per Keyya, there maybe 2 problems:
+
  
−
:::1. The carburetor may be clogged. Suggest to cx unscrew the screws to check whether there's fuel or oil drip. If no oil or fuel drop out, we can confirm the problem of the carburetor. For the screws mentioned, pls refer to this picture; https://drive.google.com/file/d/0B1kKBDf8-oO2b1o1c1ZjRXp5SkE/view?usp=sharing
+
[[File:Jenny.png]]
−
:::2. If the carburetor has no problem, then maybe cx adds too much or too less oil and the cultivator will start its automatic protection function. The oil should be about 550ML. If cx finds it quite difficult to empty the oil, suggest to cx to stop the automatic protection function. Normally it should look like this: https://drive.google.com/file/d/0B1kKBDf8-oO2YnB3R0x0bWN4LUk/view?usp=sharing To stop the automatic protection function, disconnect them like the picture: https://drive.google.com/file/d/0B1kKBDf8-oO2SHRJSVgzYWxfYVE/view?usp=sharing
+
  
  
−
'''May 04, 2017'''
+
'''April 07, 2021'''<br>
−
:'''5% off code of 'C5AUS' has already ended
+
'''Resolution Matrix for Trampolines'''<br>
−
::It was reported today by Wendy that the 5% off code of 'C5AUS' has already ended. The icons on the listing page will be updated tomorrow (May 045,2017).
+
[[File:NewResolution matrix trampoline.png]]
  
−
'''May 02, 2017'''
 
  
−
:'''For Resend Order which cx need to pay:<br/>'''
 
−
::1. Whole Item Resend or Kitting part, please add Manual Payment after it has been created. Please select the Correct payment method.
 
−
:::For related process, please click  [http://106.75.199.24/mediawiki/index.php?title=HOW_TO_PROCESS_AN_RA_resend_order here].<br/>
 
−
::2. Spare Part Resend, please record the sales log [https://docs.google.com/a/crazysales.com.au/spreadsheets/d/12Rt2iWeIxfH1aWI3EsQ59JwXmJbyUXufJKSGNyzKmKk/edit?usp=sharing here].<br/>
 
  
−
'''Mar 28, 2017'''
+
'''March 30, 2021'''<br>
 +
'''Resolution Matrix for Wooden Furnitures'''<br>
 +
[[File:Resolution matrix furniture.png]]
  
−
:AUSTPOST POD NEW PASSWORD<br/>
 
−
:crazy1<br/>
 
  
−
'''March 3, 2017'''
 
  
−
:eBay change of mind case<br/>
+
'''March 29, 2021'''
−
::Please stick with old procedure
+
  
−
'''Feb 23, 2017'''
+
In compliance to China's mandate to minimize the volume of inessential returns of non-resalable goods in our warehouse, we have made the following changes on our processes:
  
−
:'''10% Discount Code CAU10 was changed to C10AU'''
+
1. Items to be returned must be in their original packaging. We have to ask for photos from our customers first before approving the return.
−
::The eBay promotional code CAU10 was changed to C10AU. If you receive complaints about invalid code, please advise customers to use '''C10AU''' upon check out.
+
  
−
'''Feb 08, 2017'''
+
2. We have to strictly follow our Change of Mind Policy that parcels should be unopened/sealed. Templates for Change of Mind have been updated:
 +
::* [[Change of mind -Crazysales]]
 +
::* [[Change of mind -eBay]]
 +
::* [[Change of mind -Catch/Kogan/Mydeal]]
  
−
:'''''For SKU: BCF-06Y / BCF-06W / BCF-07R / BCF-07B''' (Genki 4th DIY Ultra Slim Vibration Machine Platform)''
+
3. For Furnitures, please make sure that the original box is in good condition as well as the item. Coordinate with the purchaser/developer if the item still needs to be returned or not specifically for damaged/faulty units.
−
::If buyer is asking how to remove the glue, please use this template:
+
  
−
:[http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=How_to_Remove_Glue_from_Plastic How to remove the glue]
+
4. For missing parts, coordinate first with the purchaser/developer if they can send parts directly before turning to warehouse staff. If purchaser/warehouse staff commands you to ask the customer to return item, check with your SME/TL too and make sure that items to be returned must be in their original packaging.
  
−
'''Jan 30, 2017'''
+
5. For some special cases (i.e cx insists us to collect the damaged unit instead of disposing it / cx insist to return an item under COM even if the package is already opened), do not forget to inform and ask approval from your SME/TL/AOM
  
−
:[[Stock Issues]]
+
[[File:Returndamaged1.png]]  
 +
'''This is a picture of returned items in one area of our warehouse in Australia.'''
  
−
'''Jan 20, 2017'''
 
  
−
:For customers asking if Crazysales and Oz-auction are the same company, please tell customer:<br/>
+
'''March 22, 2021'''
−
:''"Crazysales and Oz-auction are two different stores but we are under the same management."''
+
  
−
'''Jan 20, 2017'''
+
'''Updated Return Matrix'''
  
−
:For refund concerns for Credit Cards, new contact person is Patricia Lim or Annie Xu
+
[[File:New return metrics.png]]
  
−
'''Jan 20, 2017'''
 
  
−
:[[Refund Issue]]
+
'''"Please note that ALL ITEM ISSUES must be coordinated to PURCHASERS (with proof) for a resolution. All cases forwarded to purchasers must be filed using the link below for monitoring".'''
  
−
'''Jan 12, 2017'''
+
https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit#gid=0
  
−
:'''''SKU: BCF-06Y / BCF-06W / BCF-07R / BCF-07B''' (Genki 4th DIY Ultra Slim Vibration Machine Platform)''
 
  
−
:Been receiving calls and email complaints from some customers saying that this item is leaking something and has a sticky substance/or melting something.
+
'''March 01, 2021'''
−
:As per Suzy, it's an environmental glue, supplier put too much glue on it that caused the issue. Issue has been raised to supplier.  
+
* Orders with large number of items in it, large total amount to be paid, paid with extra amount specially via BPAY, and/or with HIGH Risk Level should not be handled by anyone without approval from the team leader. System events, pending orders, emails, chats, and calls, related to this kind of order, must be forwarded to respective team leader for verification and approval. Anyone who violates this rule will be sanctioned with proper disciplinary action. See samples below:
  
−
:We can offer crazy points or partial refund as compensation.
+
'''Sample of an order with too many items:'''
−
:If function is affected, return for replacement.
+
[[File:Toomanyitems1.png]]
−
:Record all issues and forward to Hazel so we can claim refund from Supplier.
+
 +
'''Sample of an order with too many or extra payments:'''
 +
[[File:Toomanypayments1.png]]
 +
 +
'''Sample of an order with HIGH Risk Level:'''
 +
[[File:Highrisk1.png]]
  
−
'''Jan 09, 2017'''
 
−
:'''SKU: SRB-50L / SRB-58L / SRB-68L
 
−
:[[File:Blue.jpg]]
 
  
−
:If a customer is complaining for the item being blue in color, inform cx that item comes with a protective covering to prevent item from scratches which needs to be removed (peel off carefully).
+
'''February 25, 2021'''<br>
  
 +
'''SKU:'''<br>
 +
'''S1T2-BK'''<br>
 +
'''S1T2-WE'''<br>
 +
'''S1T2-RD'''<br>
 +
'''S1RT2-BK'''<br>
 +
'''S1RT2-RD'''<br>
 +
'''For complaints about the battery power in golf trolley with the above SKU's, please instruct the customer to:'''<br>
 +
1. Take a picture of the number printed on the top of the battery and sent it to us so we can forward it to our supplier.<br>
 +
[[File:1111.png]]<br>
 +
2. Do a battery voltage test after the battery is fully charged, take a picture of it and send to us.<br>
 +
[[File:2222.png]]<br>
  
 +
-----------
  
 +
'''[[2020]]'''<br>
 +
'''[[2019]]'''<br>
 +
'''[[2018]]'''<br>
 +
'''[[2017]]'''<br>
 
'''[[2016 & earlier]]'''
 
'''[[2016 & earlier]]'''

Latest revision as of 18:42, 3 September 2025

September 3, 2025
1. Additional process for Orders Refunded via Special Store Portal:

  • In addition to the standard procedures, after processing the refund in the portal, we also need to do another log by selecting the new issue type REFUND VIA PORTAL and Task Category PROCESS REFUND. Please refer to the sample below:

Refundportals.png


2. New issue type 'PRODUCT RECALL' added exclusively for Recalls:

Recallvoice2.png


3. New task category 'CHAT (AI)' added exclusively for live chats via Jekka AI.

CHatAI2.png



September 2, 2025
Updated list of Technical-Purchasing Team:
Tech-purch 9-2-25.jpg


August 22, 2025
All return instructions for AU and NZ should include this reminder: Please DO NOT write or mark directly on the product's box.


August 20, 2025
TheMarket email is no longer active as your orders are now under The Warehouse Marketplace. For future orders, please contact onlineenquiries@thewarehouse.co.nz


June 18, 2025
For SKU: 608-GY11L and 608-VT11L if you encounter this and the customer is saying that they are missing the basket (dehydration/spinner basket) or no dehydration function, please refer to the FAQ's for resolution. Once we provided the resolution from FAQ's explaining that the basket is not included and there is no drying or dehydration function, no need to create a GC with technical team. Just in case after we explained, the customer requested a refund/compensation, it's the time to escalate technical team (mention that we already explained to customer that there is no missing part).

20250711-083331.jpg

April 30, 2025
Newasian warehouse new address
 Leah:02108469576
Email:leah@nalexpress.com
28B Bell Avenue Mount Wellington, Auckland 1060

FD warehouse new address
Jin:64 9 275 7646
Email:warehouse@freightdirect.co.nz
22 Toiawaka Road, Drury 2579


February 25, 2025
Technical Customer Service Team Assignments

BREEZY CHILLY
Keyya

Appliance + Furniture

Bella
Mia Jenny
So Yvonne
James Linda
Polly Anna
Kitty Rena
Nicole Susie
- Neil
- Olivia


Oct 22, 2024
Please take note for Temu orders (under Wing Nie's account wing_nie@crazysales.com.au):

  • Please do not remove the phone number and code on the address. It is a very important information required by Temu.

Temu111.jpg


Feb 12, 2024
Using proper names of relevant departments based on the issue/case:

ISSUE/CONCERN - CONTACT DEP'T
a. listing error (wrong price or picture or info) - listing department
b. payment issues/refunds/other accounting concerns - accounting department
c. promotion/discounts/coupon/voucher/stock inquiry (when to restock)- marketing department
d. system / website errors - I.T. or Web developer team
e. aftersales issues - missing parts/faulty/damage/troubleshooting/manual and any other product-related issues/inquiries - technical team
f. packaging concerns for improvement, item/part supply for out of warranty/discontinued items, feedback on product quality - supplier or manufacturer
g. resend/replacement via RMA / confirming actual stock in WH - warehouse staff
h. confirming dispatch/cancellation of dispatched order/change address after label printed - dispatch team
i. delivery issues/out of ETA - our third-party courier/the courier


Feb 1, 2024
Hubbed - For eBay Returns (eBay approved and used Hubbed to return the item)
Tracking website: https://hubbed.com/track-parcel/
Online inquiry: https://hubbed.com/contact-retailers/
Email: support@hubbed.com.au


Jan 30, 2024
1. RMA for Replacement Part must be approved by Technical Team first as some parts may be sent from supplier in CN

  • Request for part/s in the RMA only if Max/Esther instructs you to create an RMA for the part/s or tells you to send part from AU Warehouse
  • Confirm with the technical team if it is not clear where the part/s will come from when they say "we will send part/s"

2. Streamable Video Downloader is not working

  • Please stop asking customers to upload video via streamable. Instead, instruct them to use WeTransfer website (see templates in WIKI)


Jan 22, 2024
Process for Lasoo Orders:


Dec 04, 2023
Christmas Cut Off Dates
Cutoffdate CS 955.png


Nov 20, 2023
New Task Category added:
Task Category: Closed (No Action) / Merged Ticket
Description: Closed tickets without reply including but not limited to Ads, Newsletters, Promotions, Spam emails, HK eBay Tickets with messages already replied via eBay messaging, closed GrabOne Auto-Response Tickets and merged Kayako tickets without reply
Warning!

  • No need to record merged tickets if you also reply to that ticket because it is already included in the 5 mins AHT of the category 'Kayako Ticket'.
  • Only Grabone Duplicate and Auto-Response tickets are allowed to be closed instead of being merged.


Oct 16, 2023
No more Australia Post Office Free returns for customers:
For all parcels needed to be returned exceeding the ParcelPoint's parcel weight and size restrictions or are over 10kg; over 1.2m in combined length (W + L + D), pickup/collection should be arranged with ECOM.

  • If parcel is ≤ 10kg; ≤1.2m in combined length (W + L + D), return via ParcelPoint
  • If parcel is more than 10kg; over 1.2m in combined length (W + L + D), arrange pickup with ECOM


Jul 25, 2023
New Courier: Sendle

For all followup or investigation requests on parcels without pickup scans, Sendle's support team is the best to reach out, as they have the complete set of tools to launch investigations.
We can reach them via:
  • Email: support@sendle.com (recommended as we are in their prioritized queue as part of our Plus Plan)
  • Contact Form: http://www.sendle.com/help
  • Chat Support: Available via the button on the lower right of the screen, anywhere in their Help Centre or in our dashboard
Note: For these cases they will ask for details on the collection and any proof that a parcel was collected.
  • NO RTS
  • NO REDIRECTION
  • IN CASE OF WRONG ADDRESS, WE CAN HAVE THE ITEM DELIVERED TO A COLLECTION POINT (CONFIRMED BY SENDLE) FOR THE CUSTOMER TO COLLECT. JUST NEED TO FORWARD THE CASE TO LOSS TEAM.

https://support.sendle.com/hc/en-au/articles/360033400852-Can-I-change-the-delivery-address-



May 01, 2023
Lark Approval (Leave)


April 06, 2023
Technical Customer Service Team Assignments

BREEZY (MAX GAO) CHILLY (ESTHER LIANG)
Keyya

Appliance + Furniture

Bella
Mia Jenny
So Yvonne
James Linda
Polly Anna
Kitty Rena
Nicole Susie
- Neil


February 23, 2023
CATCH UPDATE ON REFUNDS FOR CLOSED ORDERS:

  • When a refund is to be processed for a closed order (12 months or older), please do not ask the customer for bank details - all transactions must remain within the platform. In the instance where you have a closed order and require a refund, please email sellers@catch.com.au


February 07, 2023
Australia Post Announcement:
Due to a bushfire in Avon Valley, Western Australia, there are delays on the rail line near Perth. Items sent from 25 January between Western Australia and other states and territories may take up to an additional 3-4 days to be delivered. As soon as we have an updated delivery timeframe, we will let you know.

Our records indicate that consignment 6KA9008813 has been impacted.

We apologise for any inconvenience caused. -Australia Post


January 04, 2023
FHE.png
New AU Courier: FHE (Fast Horse Express)


December 22, 2022
Hunter-TIG Redirection
UPDATE: If Hunter-TIG receives any redirection request from any of our customers, Hunter will contact us to approve redirection, or if the customer contacted us directly about redirection, we will contact Hunter-TIG. We will then ask Hunter for the redirection fee, which they will bill to us directly if we approve the request for redirection. We will then need to ask our customer to pay us the redirection fee. Once we approve the redirection, the courier will proceed to deliver the parcel to the new address. If we decline the request, the parcel will be delivered to the original address on the package or be returned to sender.
PROCESS: For Hunter-TIG redirection, please add your redirection request via AU LOSS FORM. Please do not forget to indicate the correct address.
 TEMPLATE: For Hunter - TIG Redirection Hunter Express AU


November 30, 2022
For eBay orders, please allow Tier 2 to handle cancellation/refund for both eBay and CS backend to avoid future errors (wrong reason of cancellation, amount discrepancies, etc) or instances to cause us a defect which is very hard to appeal. Request must be made via Lark GCs. Any errors made by the agent will be escalated to TL's for corrective action.


November 23, 2022 - Delivery ETA
As approved by OM, from now on, please refer to the ETA posted on each item listing page on the Crazysales Website.
Please do not forget to enter the customer's postcode and suburb.
If the ETA does not appear, please reload the page or try a different browser.
Tracking info templates are also updated, please refer always on WIKI.

Deliveta11 2022.png


September 27, 2022 - Pickup Updates
As per ECOM, our contract with Toll has already ended, as a result, we will be using Hunter Express for pickups.
See updated templates/process below:


August 19, 2022 (Updated August 25, 2022)
For ON HOLD orders due to address issues (System Events) from CATCH, KOGAN, MYDEAL and EBAY, please ask VOICE TEAM to call the customer and send a message via platform as Recap.

SPIEL:

VOICEMAIL
Hi! This is xxAGENTxx from xxSTORExx. We have received your order from xxPLATFORMxx for the item xxITEMxx which is already being processed to be dispatched, however, we found out that there is an issue with your address. If you have time, please call us back at xxNUMBERxx. We will also be sending you a message via xxPLATFORMxx. Thank you.


ANSWERED CALL
Hi! This is xxAGENTxx from xxSTORExx and I'm looking for xxCUSTOMERxx.

Hi xxCUSTOMERxx, we have received your order from xxPLATFORMxx for the item xxITEMxx which is already being processed to be dispatched, however, we found out that there is an issue with your address. xxxxxState-the-issue-and-confirm-it-with-CXxxxxxxx

Thank you for confirming your address. We will now update it on our system and process your order. Also, as a Recap/documentation, we will be sending you a message via xxPLATFORMxx right after this call.

Thank you for accommodating my call and have a great day. Bye.


PLATFORM STORE
CATCH AUSWAY 1
CATCH AUSWAY 2
EBAY OZ-AUCTION
EBAY BEST SAVER OUTLET
EBAY SUPER MATCH ONLINE
EBAY BEST MART ONLINE
EBAY HOME FURNITURE OUTLET
EBAY SUPERB MALL ONLINE
EBAY KCFOXKING1
EBAY OZ-TOP ONLINE
EBAY GOIN-AU MALL
EBAY HOME DEPOT OUTLET
KOGAN AUSWAY
MYDEAL AUSWAY


NOTE:

  • Do not forget to send Recap email via Platform.
  • For unanswered call, after leaving a voicemail, notify SE Team to send message via Platform.


July 08, 2022

Please use the following new forms and sheets

AGENT/ APPROVAL FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSeiCjUfAEXNLv406E8EUvg70tjXI7zXjw-daHgLKU_HUWIrEg/viewform
RMA FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSc9GHIxasshxXztRXHm_2-vkbWU905rFdDeVwo5BaOVMGs4Zw/viewform
AU LOSS FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSfx4RzVWalbagZvf8A2XB5WAM8r--sEo94owRxnZkAVe_whjQ/viewform
RTW DELAY FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSft2t4BlYwqHfZqmGX7BvzK27nx9kY-Ei3_OixzjBNhX6Y1zA/viewform
AU PICK UP FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSfvxTXpSMP9Q93zdVcxaAHtwLuON1saX_BkHiubg8gfMOefyw/viewform
VFANG FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform
RECAP EMAIL FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSfvjqQ6YDD5_4XXxjP9Ig6VQtRD46n3V9GUKGNLXIEx3dda_w/viewform
RETURN TO WAREHOUSE NEW SHEET https://docs.google.com/spreadsheets/d/1zovpEjJi8lfGBhgftWWTO9TpFOgyofLOC9nRv7GTqro/edit?usp=sharing
PURCHASER COORDINATION SHEET NEW https://docs.google.com/spreadsheets/d/1x0KpZInOH-avQuhELGWfygE3iFsZhbonbmacLYfMN9w/edit#gid=795190304
FVF/EDIT GRID SHEET https://docs.google.com/spreadsheets/d/1OHx32rxKSERILEEHWD9qO5DZE2DsuuEYqAItSbErkcc/edit#gid=1175933543
RMA SHEET NEW https://docs.google.com/spreadsheets/d/18HnLq6qyB7OcKZZwd8lrZpJaO_UQjOepcjFqvjoScoQ/edit?resourcekey=null#gid=1604089045


June 28, 2022
SUZY AND KARLI have resigned. If you encounter an aftersale or presale issue and it's under Suzyhuang, you may contact Max Gao for OUTDOOR items and Esther for TOYS.

June 23, 2022
Updated Templates for International Registered Post (AU)


June 22, 2022

Kindly refer to the Process update.

All cases forwarded to purchasers must be logged on the [https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit?usp=sharingAU https://docs.google.com/spreadsheets/d/1w_ZtLGkN46glpr5lx5k3-V2weA4qKGVxDYck9iMU5dE/edit#gid=288840488NZ https://docs.google.com/spreadsheets/d/1EkB_fic8mUUQx3M3hiYLcIHzqXIXbdnpEzhDom2Wz7g/edit#gid=934145684CKM PURCHASER COORDINATION FOR DEFECTIVE UNITS] sheets.

The process of contacting purchasers was announced on March 22, 2021.

June 21, 2022

Kindly refer to the CREATING INVOICES FOR CN DROPSHIP ITEMS
for the procedure on how to create an invoice for orders under Sarya, Skye, Steve, Kenny L. and Lydia


June 20, 2022
Technical Customer Service Team Assignments

BREEZY (MAX GAO) CHILLY (ESTHER LIANG)
Keyya

Appliance + Furniture

Bella
Mia Jenny
So Yvonne
James Linda
Polly Anna
Kitty Rena
Nicole Susie
- Neil


May 05, 2022
Tax Invoice for CN Dropship Items

  • If the customer is requesting for a Tax Invoice for any order containing CN dropship item (item/s from China, Supplier: GZDS, SKUs under Steve, Sarya & Skyhe), we cannot just export Backend Invoice directly and provide it to the customer because there is no GST included in the invoice as shown on the screenshot below (left). Also, if the order contains other items, the tax invoice will only show the other products but not the CN dropship item as shown on the screenshot below (right). Please refer to the process CREATING INVOICES FOR CN DROPSHIP ITEMS to generate the tax invoice and provide it to the customer. Please note that it is illegal to provide a tax invoice without GST. 
GST.png GSAT.png


April 28, 2022

Staff Updates

Michael Zhang has resigned- contact Jonas Meng instead

Matthew Wan account cant be logged- Contact William Wu and Kevin Pang instead

Win Su - For all Win Su cases, please contact Keyya Li

Melvin Soo - Please contact Kenny Zheng along with William Wu and Kevin Pang and Kang for warehouse inquiry/ies

Chris Chen - Please contact Max Gao for Chris Chen's item/s


April 22, 2022

New Crazysales contact number 03 91115708


March 31, 2022
Please use the following new forms:


March 29, 2022
Please do not forget to cancel your request if a replacement is no longer required.
- If customer changed their mind on the previously agreed replacement part or item and we have to issue a refund, please make sure that you immediately update purchaser so they can stop the supplier from sending the replacement, or cancel your RMA request immediately (contact Jeric, Ferd or Richard) if the replacement is supposed to come from our warehouse.

March 25, 2022
Safety Hazard - If you encounter any product issue related to safety hazard which may include but not limited to cuts/injuries due to sharp edged or falling objects, burning smell, fire or smoke, overheating, electrical shock or short circuit / tripping circuit, explosion, choking hazard, radiation, toxic substance, etc., please inform your SME/TL right away. DO NOT ask the customer to recreate the issue and provide proof as it might put their safety and the company at risk. Wait for SME/TL's advice before doing anything else.


March 17, 2022
New template added for Redirection Australia Post.

January 12, 2022
For any inquiries under Winnie Cai, please contact Keyya Li. Winnie will be leaving the company.



December 31, 2021

eBay Cases & Feedback Team started using SUPERBROWSER - a new app - browser interface to access, AU & UK eBay stores. For KC Foxking, Anydesk IP 54.206.131.157 will remain in use.


Superbrowser logo.png


December 30, 2021
For any newsletter issue, please contact Nicole Deng. Alice Lau has already left the company.


November 30, 2021
Uploading proofs of damaged and faulty units for SKU: BY1159
Please follow the steps provided on the above article to upload proofs for all damaged and faulty cases of SKU: BY1159.


November 25, 2021
Promoting the Crazysales APP to the Crazysales customers:
Please use this template as ending of every conversation with Crazysales customers only:

Crazysales loves providing you with more convenience for your shopping. Now you can shop at CrazySales anytime and anywhere as long as you have a mobile in hand. Download the Crazysales App now!

Android: https://play.google.com/store/apps/details?id=com.crazysales.flutter.crazysalesapp
IOS: https://apps.apple.com/au/app/crazysales-online-shopping-app/id1584291122#?platform=iphone


November 15, 2021
Updated tracking info templates for the coming Xmas season:

Your order was dispatched on xxxDATExxx via xxxCOURIERxxx with tracking number xxxxxxx.

Please be advised that our 3rd party couriers are still operating on limited capacity and will be able to pick up the items within 1-3 working days.

Normally, the estimated time of arrival is xxxNORMALxETAxxx business days to your location. However, due to COVID-19 restrictions/disruptions, courier shipment backlogs, ongoing online sales events and high volume of pre-Christmas purchasing, the delivery may take longer than expected.

For tracking information, please visit: xxxLINKxxx or contact xxxNUMBERxxx.

If your item is not delivered by xxxDATExxx, please feel free to get back to us immediately. We will follow it up for you.

Should you have further inquiries, please feel free to email us back.


November 09, 2021

Staff Updates

Win Su - For all Win Su cases, please contact Keyya Li

Melvin Soo - Please contact Kenny Zheng along with Matthew and Kang for warehouse inquiry/ies

Chris Chen - Please contact Max Gao for Chris Chen's item/s


October 29, 2021
Updated Backend Note Format: Please use this format for every customer interaction.
Complaint/Inquiry Source: (Facebook/Kayako/CKM/Chat/Inbound/Outbound/eBay)
Reference: (Ticket ID/Chat ID/eBay Case#/eBay Message link)
Issue: (specify the issue and provide details)
Resolution/Recommendation: (specify resolution and the approver)


October 04, 2021
Label Printed is now Exported for Label Printing
On the main backend, the internal status 'Label Printed' has been changed to 'Exported for Label Printing'. This internal status means that our system has generated the label via the API and the warehouse staff will download and print it out in the morning. Orders with this kind of internal status should not be cancelled unless it was authorized by the warehouse staff (for all items coming from Crazysales warehouse in Australia), or by VFang team (for all local / Vincent Fang items) or by Sarya/Steve/Skye (for dropship items coming from China). Please note that contacting Warehouse Team for requests such as change address, cancel an order, change an item, dispatch confirmation, and any related concerns for orders with this internal status should only be done before 9:00 AM Philippine Time. If the order is placed during weekends, contacting the warehouse for the said concerns should only be done until Monday morning before 9:00 AM. For orders placed on weekdays and labels printed on the same day, contacting the warehouse for the said concerns should only be done until 9:00 AM on the same day.


October 03, 2021
Kayako Ticket/Issue Types
New ticket types have been uploaded in Kayako. Please follow the new rules on the types. The QAs will not mark you down if you make a mistake in the next 2 weeks, but if they already coached you on the mistake then they will mark you down if you repeat the error. Please ask your TLs if you are unsure what types to use or you can check our WIKI for reference. You will still see the old status but please do not use this anymore. We will delete them after 2 weeks.


September 22, 2021
Courier Surcharge on Postage Fees
On some of our products, customers may wonder why the postage for 2 units is greater than twice (2x) the postage of a single unit. To illustrate this for example, a single unit of an item has the shipping fee of $48.03, and for 2 units the customers may expect it to be 2 x $48.03 = $96.06. However, due to shipping surcharges of the couriers, the postage for 2 units becomes $141.55. In such a case, please explain to the customers that the postage fee calculation is affected by the surcharges of the couriers. The surcharge also varies depending on the total weight of the products and some other factors. Please also note that our system will choose the cheapest courier for the package(s) based on the provided postcode and suburb. The cost of postage and the courier may change after inputting the shipping address at check-out.

1X1.png1X2.png


September 16, 2021

As per Melvin, please DO NOT manually change the status of the Orders into SENT. We occasionally run across orders having a tracking number but the status is still Processing (Label Printed) and some of us updates the status to SENT. To avoid any confusion on their behalf specially during this time of delays, please don't make any changes and instead wait for the warehouse to update.


September 15, 2021

We have delays confirming all returned items to WH (AU) due to their current manpower issues. Please secure all RETURN TRACKING NUMBERS and always check on the tracking website if the item is confirmed delivered back to us. All RESOLUTIONS must be approved by SME's/TL's if there is no confirmation yet of receipt from WH but shows delivered on the tracking website.

Please submit all affected orders that is due for resolution using the link below for monitoring. Also, we can also request POD's directly to LOSS TEAM if needed.

https://docs.google.com/forms/d/e/1FAIpQLSc2-HellvuI8O53JLfWuN6YKTb5Y_1SM2Q7z6hc8qjBGH88QQ/viewform


September 03, 2021

LED LIGHTS NOT WORKING

Led lights.png


If the customer has advised that the item's remote is not working, you just need to aim the remote on the inductor as it is its sensor.


August 16, 2021
Due to the current lockdowns in Australia, five (5) business days have been added to the normal delivery ETA's. Also, the Direct freight express website is now fixed, you can track the consignment at https://www.directfreight.com.au/


August 11, 2021
Kindly refer to the GUIDES ON CONTACTING PURCHASERS.
All cases forwarded to purchasers must be logged on the PURCHASER COORDINATION FOR DEFECTIVE UNITS sheets.
The process of contacting purchasers was announced on March 22, 2021.


July 20, 2021
Contacting Warehouse Team for requests such as change address, cancel an order, change an item, dispatch confirmation, and any related concerns for Label printed orders should only be done before 9:00 AM Philippine Time. If the order is placed during weekends, contacting the warehouse for the said concerns should only be done until Monday morning before 9:00 AM. For orders placed on weekdays and labels printed on the same day, contacting the warehouse for the said concerns should only be done until 9:00 AM on the same day.

July 08, 2021

If you come across an item under SKUs:

LD-3030-GN, LD-3030-PK, LD-3030-NB, LD-9014-GN, LD-9014-PK, LD-9014-GY, LD-1009-BK, LD-1009-GY, LD-1009-CM and the customer says the item arrived with scratches, like the photo on the links:

https://drive.google.com/file/d/1DN7WRbCdZulqlpPUO_GqeWBeRyepEd_E/view?usp=sharing

https://drive.google.com/file/d/1ijpkStF1YTLj5kYEm1GPb9OJs92BD6qF/view?usp=sharing

We do not need to make a refund or a return, you may just provide the video link https://drive.google.com/file/d/1J_3_qVtmazQDpMsNGRXk0Ut9YFCF8e_K/view?usp=sharing on how to fix the issue and the customer can use this brush: https://drive.google.com/file/d/1GR85_vZLLpCnzr1T_rSJCEMHL-Dx1HY4/view?usp=sharing


June 25, 2021

SKU: VF-DT04-WH

If you come across an item under SKU: VF-DT04-WH and the customer says no led lights, it is best to offer led lights as per the purchaser advice, as the supplier has forgotten to include them in the package. This isn't a case of the wrong item being sent. We have three cases that all have the same scenario. The purchaser advises to offer LED lights and it takes 30-40days to deliver to the customer location or compensation when the customer does not consent due to the duration of the ETA.

VF-DT04-WH-1.png

VF-DT04-WH-2.png

VF-DT04-WH-3.png


May 05, 2021

SKU TK-HPP4030, TK-HPP5050, TK-HPP6045A, TK-HPP6540D-BROWN, TK-HPP6540D-BLUE, TK-HPP7545A, TK-HPPD50D, TK-HPP9060A


Please take note of the SKUs listed by the supplier, as these products are causing a lot of concern.

The customer must sit on the mat to feel the real temperature. And as per Jenny she tried the product today and discovered that no matter what the temperature level you set, the temperature is the same when you touch it, but it is hot when you sit on it.

Heat pads.png

Jenny.png


April 07, 2021
Resolution Matrix for Trampolines
NewResolution matrix trampoline.png


March 30, 2021
Resolution Matrix for Wooden Furnitures
Resolution matrix furniture.png


March 29, 2021

In compliance to China's mandate to minimize the volume of inessential returns of non-resalable goods in our warehouse, we have made the following changes on our processes:

1. Items to be returned must be in their original packaging. We have to ask for photos from our customers first before approving the return.

2. We have to strictly follow our Change of Mind Policy that parcels should be unopened/sealed. Templates for Change of Mind have been updated:

3. For Furnitures, please make sure that the original box is in good condition as well as the item. Coordinate with the purchaser/developer if the item still needs to be returned or not specifically for damaged/faulty units.

4. For missing parts, coordinate first with the purchaser/developer if they can send parts directly before turning to warehouse staff. If purchaser/warehouse staff commands you to ask the customer to return item, check with your SME/TL too and make sure that items to be returned must be in their original packaging.

5. For some special cases (i.e cx insists us to collect the damaged unit instead of disposing it / cx insist to return an item under COM even if the package is already opened), do not forget to inform and ask approval from your SME/TL/AOM 

Returndamaged1.png 
This is a picture of returned items in one area of our warehouse in Australia.


March 22, 2021

Updated Return Matrix

New return metrics.png


"Please note that ALL ITEM ISSUES must be coordinated to PURCHASERS (with proof) for a resolution. All cases forwarded to purchasers must be filed using the link below for monitoring".

https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit#gid=0


March 01, 2021

  • Orders with large number of items in it, large total amount to be paid, paid with extra amount specially via BPAY, and/or with HIGH Risk Level should not be handled by anyone without approval from the team leader. System events, pending orders, emails, chats, and calls, related to this kind of order, must be forwarded to respective team leader for verification and approval. Anyone who violates this rule will be sanctioned with proper disciplinary action. See samples below: 
Sample of an order with too many items:
Toomanyitems1.png

Sample of an order with too many or extra payments:
Toomanypayments1.png

Sample of an order with HIGH Risk Level:
Highrisk1.png


February 25, 2021

SKU:
S1T2-BK
S1T2-WE
S1T2-RD
S1RT2-BK
S1RT2-RD
For complaints about the battery power in golf trolley with the above SKU's, please instruct the customer to:
1. Take a picture of the number printed on the top of the battery and sent it to us so we can forward it to our supplier.
1111.png
2. Do a battery voltage test after the battery is fully charged, take a picture of it and send to us.
2222.png

2020
2019
2018
2017
2016 & earlier

Retrieved from "http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=TEAM_DAILY_UPDATES&oldid=13225"